Hotel Duty Manager

1 week ago

Cameron Highlands, Malaysia Hotel De'La Ferns Full time

Job Title:
Hotel Duty Manager


Remember those childhood games where you were the organizer, ensuring everything ran smoothly? Now imagine doing it in a place where every guest's smile is your winning trophy Hotel De'La Ferns in Cameron Highlands is on the lookout for a Hotel Duty Manager to turn everyday operations into extraordinary experiences.

Join us and relive that childhood knack for making magic happen

Job Summary:


The Hotel Duty Manager is a key member of the hotel's management team, responsible for overseeing daily operations and ensuring exceptional guest experiences.

This role requires strong leadership, problem-solving skills, and the ability to handle various situations with professionalism and efficiency.

Company Overview:


Nestled in the heart of the picturesque Cameron Highlands, Hotel De'La Ferns is a boutique gem, renowned for its timeless elegance and personalized service.

Surrounded by lush greenery and mist-kissed landscapes, our hotel is a sanctuary where guests find solace in nature's embrace while experiencing the epitome of refined hospitality.


Key Responsibilities:

Operations Oversight & Backup:

  • Work with and coordinate daily activities across all departments (including F&B), however the main focus will be Room Division (FO & HK) to ensure smooth operations.
  • Act as the point of contact for any issues or emergencies that arise during the shift.
  • Be ready to jump in and assist in Front Office or Housekeeping or F&B to assist in operational breakdown or additional support needed
    during emergencies

Guest Services:

  • Provide exceptional customer service and address guest inquiries and concerns in a timely and professional manner.
  • Ensure all guest requests are handled promptly and efficiently.

Team Leadership:

  • Direct and guide frontline staff, including front desk agents, housekeeping, and maintenance teams.
  • Have briefing with room division department to communicate goals, objectives, and immediate feedbacks

Shift Management:

  • Oversee staffing schedules and assignments to ensure adequate coverage for all shifts.
  • Handle shift changes, breaks, and allocate resources effectively.

Conflict Resolution:

  • Address and resolve guest complaints or issues, finding suitable solutions to ensure guest satisfaction.
  • Mediate and resolve any conflicts or issues among staff members.

Revenue Management:

  • Monitor room rates, availability, and occupancy levels to optimize revenue.
  • Implement strategies to maximize room revenue through upselling, crossselling, and yield management.

Online Review Management:

  • Implement strategies for online review solicitation and management to enhance the hotel's reputation.

Customer Recovery:

  • Address guest concerns or complaints promptly and professionally, ensuring a satisfactory resolution mainly during check out times, or anytime if arises

Safety and Security:

  • Enforce safety and security protocols to maintain a safe environment for guests and staff.
  • Conduct regular checks of the property to identify and address potential hazards.

Emergency Response:

  • Act as the first point of contact in the event of emergencies, coordinating response efforts and ensuring guest safety.
  • Implement emergency procedures and conduct regular drills.

Housekeeping Oversight & Quality Assurance:

  • Monitor and uphold quality standards for service delivery, cleanliness, and maintenance throughout the hotel.
  • Assist in HK operations to ensure all rooms are up to hotel standards
  • Conduct regular inspections to ensure adherence to brand and hotel standards.

Training and Development:

  • Provide training, coaching, and mentorship to staff to enhance their skills and knowledge.
  • Identify opportunities for skill development and career advancement for team members.

Inventory and Supplies Management:

  • Oversee inventory levels for supplies and amenities, ensuring adequate stock levels are maintained.
  • Coordinate with relevant departments to restock supplies as needed.
What You need to succeed in this role

  • Customer Service Orientation
  • Communication Skills (Verbal and Written)
  • Leadership
  • Problem-Solving
  • Familiarity with IDB PMS and PoS system is additional advantage
  • Conflict Resolution
  • Adaptability
  • Time Management
  • Empathy and Patience
  • Teamwork
  • Crisis Management
  • Decision-Making
  • Flexibility
  • Diplomacy and Tact
  • Multitasking
  • Knowledge of Hotel Operations
  • Safety and Security Protocols
  • Emergency Response Procedures
  • Inventory and Supply Management
  • Record Keeping and Reporting
  • Familiarity with Hotel Policies and Procedures
  • Sales Skills (in some cases)

Schedule:

  • Day shift

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